Drive agentic CX with what’s new in Dynamics 365 for sales and service | BRK353

Explore how Dynamics 365 and Microsoft 365 Copilot deliver agentic customer experiences (CX), helping organizations drive higher revenue and improved customer satisfaction (CSAT). Visa shares their journey and vision for agentic CX transformation. Discover real-world impacts, lessons learned, and what’s next for organizations embracing this shift. Learn about the latest CRM and CCaaS innovations and Microsoft’s AI vision to transform revenue-generating functions. To learn more, please check out these resources: https://aka.ms/ignite25-plans-agentic... 𝗦𝗽𝗲𝗮𝗸𝗲𝗿𝘀: Pia Cedendahl Karan Nigam Aurelien Pichon Deva Rajamohan 𝗦𝗲𝘀𝘀𝗶𝗼𝗻 𝗜𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻: This is one of many sessions from the Microsoft Ignite 2025 event. View even more sessions on-demand and learn about Microsoft Ignite at https://ignite.microsoft.com BRK353 | English (US) Breakout | Foundational (100) #MSIgnite, #Agenticbusinessapplications Chapters: 0:00 - Combining human qualities with AI for powerful customer engagement 00:09:20 - Examples of AI agents in customer service and sales workflows 00:20:16 - Transition to Karan for demo introduction on Dynamics pre-built agents 00:21:04 - Demo setup and context of Sales Qualification Agent in Dynamics 365 00:25:54 - Configuration controls for IT and sales ops on agent behavior and handoff criteria 00:28:13 - Configuring Research Tab and Knowledge Sources 00:37:15 - Customer Intent Detection and Guided Interaction 00:40:42 - Visa overview: global commerce network connecting 5B people and 1B transactions daily 00:54:22 - Conclusion: turning service into a growth engine with personalized AI support at global scale